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Manager Front Office

Paranaque, NCR, Philippines
January 10, 2021

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Calelero, Leonora Page *

+63-908-***-**** • • Parañaque City, Philippines • LEONORA CALELERO

HR Business Partner

Lead/Manager •


• HR Business Partner Manager with over 5 years of success in accomplishing corporate objectives by driving talent programs, handling people dynamics, and advising on HR policies.

• Proficient in planning, budgeting, and forecasting. Demonstrated ability to collaborate with executives and global HR colleagues to achieve ambitious goals.

• Excellent communication skills, including conflict resolution, negotiations, and creating strategic alliances.

• Promotes execution excellence and change management to broad-based initiatives including talent reviews, inclusion and diversity, workforce planning, talent analytics, and overall process improvements in service to a positive employee experience.

• Established an accomplishments-driven career highlighted by rapid acceleration to increasingly responsible positions. AREAS OF EXPERTISE

HR Program Delivery • Employee

Experience • Talent Management &

Retention • Labor Laws •

Compensation & Benefits •

Leadership Development • Delivery

Excellence • Client Centricity •

Operational Excellence •

Collaboration • Navigating

Ambiguity • Workforce Planning •

Coaching • Center of Excellence •

Strong Project Management Skills



Workday for Accenture All-Star,


Top Team Lead – Washington Gas

Front Office: FY 2011

Top Team Lead – Washington Gas

Front Office: 12.2010, 01.2011,

02.2011, 10.2011,11.2011

Huwaran Award – Supervisor

Category, Accenture, Q3 2009

Kalooban: Core Values Award –


Q1 2009

Top Five Employee, Junrex

Cellphones, 12.2000


Accenture, Inc., Makati City, Philippines

HR Business Partner Manager, 06.2019 – present

• Oversaw key initiatives impacting the entire Accenture Technology in the Philippines: Sustained Bench Actions, Flexible Work-Arrangement: Part- Time Policy Enhancement, Career Trailblazers: Self-Scheduling

• Partnered with the global V&A team in driving the success of Orbium integration with Accenture Technology in the Philippines.

• Collaborated with the Policies Team to enhance the Part-time Work policy for Accenture Philippines.

• Currently managing a project that helps sustain bench management and payroll savings for Accenture Technology.


CAPABLE Rating on Operational Excellence a year after Go-Live Global Employee Survey Team Score: 2013 – 91%, 2014 – 92% Contract renewal to 5 years

Team growth from 60 to 100 FTEs

Team with the Lowest Attrition Rate – 10% YTD (FY 2013: 09.2012 – 08.2013) CTS of $60k for the successful implementation of the standard productivity tool EDUCATION

University of Cebu, Cebu City,


BS in Commerce, Major in

Management Accounting

Academic Excellence with Third


Calelero, Leonora Page 2


Accenture, Inc., Makati City, Philippines

HR People Advisor Associate Manager, 06.2015 – 05.2019

• Streamlined various HR processes: Performance Achievement, Grievance Management, and people movements

• Reinforced Talent Management programs: Succession Planning, Career Development, Employee Retention, and Engagement.

• Implemented retention programs to supported account groups. Operations Manager (Non-Voice/Backoffice Project), 04.2012 – 05.2015

• Tracked SLA/performance and directly reported to the client and ACN engagement leads.

• Defined the group/team structures and resource levels to support business needs.

• Resolved issues that cannot be fixed within the workgroups. Operations Team Lead (Contact Centre), 07.2008 – 03.2012

• Documented the process for the Contact Centre’s Customer Advocate Function.

• Selected to pilot the Customer Advocate Function for the Contact Centre. Reduced customer complaints and prevented issues from getting escalated to the Public Service Commission or the Better Business Bureau.

• Assisted the Operations Manager with any high-level internal or external customer complaints. Senior Customer Service Representative, 08.2007 – 06.2008

• Served as the Subject Matter Expert and the first point of escalation of the contact center.

• Suggested process improvements and participated in continuous improvement initiatives.

• Managed the team in the absence of the Team Lead. Helped Team Lead in providing coaching to CSRs regarding compliance with processes to promote CSAT and First Time Quality. CSR for Technical Support, 12.2006 – 08.2007

Sykes Asia, Inc. Cebu City, Philippines

CSR for Technical Support, 05.2004 – 10.2006

Junrex Cellphones and Accessories, Inc., Cebu City, Philippines External Sales In-Charge, 12.1998 – 12.2003



+63-908-***-**** • • Parañaque City, Philippines •

• Global HR Academy – Cornell University ILR School

• Situational Leadership II

• Project Management – Kepner Tregoe

• Business Case Essentials

• Cost Benefit Analysis

• Coaching in the Workplace

• Project Risk, Issues and Stakeholder Management

• Workers’ Institute on Labor Laws (WILL) Class 166 – UP SOLAIR

• Workday – Accenture

• Organization and Intervention Design

• Operational Excellence Awareness

• BPO Lean

• Business Continuity Management

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